ABOUT THE COMPANY

Advanced Infrastructure is a fast growing and fast moving startup that serves half of the UK market for spatial planning tools. Our teams build spatial energy planning software that leverages the power of visualisation and big data. We build datasets and web-based GIS (Geographic Information Systems) tools for analysis and decision making in the Energy Transition. We are market leaders and used by utilities, municipalities and private developers to deploy low carbon technologies at scale.

The award winning team (twice Forbes-30 under-30, GoTech and REA) is based in Cambridge with hybrid/remote opportunities. We are a young and growing company with excellent opportunities for career progression. Our team members are what makes us successful because we promote a culture of ownership and proactive decision-making. 

THE ROLE

You will be one of the public faces of Advanced Infrastructure, directly supporting our customers to realise the value of our products quickly and ensuring that they can achieve the maximum benefits our platforms can deliver to help achieve their net-zero targets. This role will also provide 1st/2nd Line Service Desk support to our customers using the award winning LAEP+ tool. You will strive to deliver an excellent standard of customer service which will lead to increased customer retention and a high standard of customer satisfaction. 

This is a full-time maternity leave cover lasting12 monthsworking underneath the Technical Customer Success Manager. This is a remote-first role with the option of working from either our Cambridge UK office or our London UK office. We may ask you to travel to Cambridge, London, or other locations occasionally for in-person sessions or conferences. There is an option for the role to transition to a permanent position at the end of the maternity cover as the team grows. 

KEY RESPONSIBILITIES

1. Plan and organise customer onboarding sessions and workshops (online) and deliver training on Advanced Infrastructure products.
2. Provide business intelligence reporting on data gathered from customer usage of the tool to plan and deliver targeted and proactive engagement activities to support user adoption of our products and to generally ensure our customer’s desired outcomes are being achieved.
3. Participate in some pre-sales and post-sales activities by conducting product demonstrations, gathering initial requirements in discovery sessions and participating in tender bid proposals.
4. Be the first point of contact for managing customer requests captured via Intercom live chat.
5. Provide product technical support to our customers via Intercom, delivering best practice product guidance and resolving specific product related queries.
6. Provide 1st/2nd line support to our customers via Jira Service Desk. You will take ownership of tickets from creation through to resolution, provide customer updates and liaise with internal development teams to drive the resolution of the incident or bug within SLA times. 
7. Update internal and external Product Knowledge Bases with articles and videos as new features or datasets are released. 
8. Be our customer advocate and work closely with internal teams providing market and product feedback into the Product Development Lifecycle

SKILLS & EXPERIENCE

Essential

1. At least 1 year work experience in a customer facing role, such as a Support Agent, Customer Success Manager, or related position.
2. Excellent stakeholder management skills, with the ability to build strong relationships with clients and internal stakeholders.
3. Enthusiasm for creating and delivering engaging presentations. 
4. Outstanding communication skills in written and verbal English.
5. Dynamic and agile thinker and problem solver.
6. Experience designing and delivering training sessions or similar sessions. 
7. Experience working with software based products.
8. Strong time management skills.

Nice to have (don’t hesitate to apply if you don’t meet these criteria - enthusiasm and a willingness to learn are most important to us)

1. Service Desk experience, either 1st line or 2nd line Support role
2. Experience using Atlassian Project Management tools Jira and Confluence or similar
3. Experience using Intercom or similar live chat tools
4. Experience working in an Agile development process
5. An understanding of the sales cycle, sales frameworks and methodologies
6. An understanding of the product development lifecycle
7. ITIL Foundation (Service Management Qualification)
8. Interest or experience in energy and/or decarbonisation